Landline calls cutting out

[Di1951]

Landline calls cutting out after varying periods of time. Engineer has been out and tested everything within the home and local boxes. After discovering many other local Virgin home phone customers in the localised area I informed the engineer. He was told to try something else, which still didn’t work. He then had to pass it over to ‘the network’ as apparently the fault is to do with a problem with power supply (not to my home directly) and they are meant to be fixing it. The engineer has been very helpful. 

However, over 4 weeks since the issue started and the network knew of the problem plus many, many hours (4 yesterday) on the telephone to India, Teeside and America no one can tell me when the issue will be fixed. In fact all they want to do is to keep going through the same process of have you tried another handset, is the phone connected directly into the Virgin socket then speak to a supervisor and say we will have to send another engineer. When I inform them the engineer has been and he can’t fix the problem and has passed it to the network I get transferred to another department and the same process happens again. Yesterday on a call to the supposedly technical team in India (after being transferred from Teeside and previous to that America) the lady asked me to close the call from my mobile and she would ring me on the landline. Guess what she got cut off AND she didn’t call back. 
A further call this morning resulted in me asked all the same questions, being told they need to send and engineer and when I said there is no point the engineer has said he can’t fix it, it’s a network issue, I was told that you will just have to wait then! 

No one seems to be taking this seriously at the other end of the phone, and disregarding my request to be a) informed of the current situation, apparently they have no records or access to engineers reports for faults they have attended b) disregard to the fact this is a service I am paying for and a contract Virgin agreed to provide. c) I’ve asked about compensation and been told until the issue is fixed they can’t look at compensation. I JUST WANT THE ISSUE FIXED! I sent hours and hours on the phones, raised 2 complaints, for which I have case numbers and absolutely nothing. 

Can anyone help please!

[dazkgoodwin]

yes, have tried 3 different handsets, but I suspect it's a data upload fault that affects both my Teams calls and phone calls.   I can be on the phone for so long, then the other person can't hear me, then often the line goes dead.  NOW Broadband (SKY) had to install a broadband (VDSL) and phone line so i have reliable internet for work.  I'm not happy paying for 2 broadband connections at home.

[Ashleigh_C]

I'm so sorry to hear this. I'm going to send you a PM now so we can look into this. 

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you. 

[Ashleigh_C]

Hello @dazkgoodwin

Thanks so much for your private message, I have now booked you a visit for landline issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Thank you